Customer Experience (CX) Operations Specialist

Discover your 100% YOU with MicroSourcing ! Position: Customer Experience (CX) Operations Specialist Location: Philippines Work setup & shift: Work From Home (WFH) | Day Shift (Australian Business Hours) Why join MicroSourcing ? You'll have: Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses. A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities. Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements. Career Growth: Take advantage of opportunities for continuous learning and career advancement. Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture. Your Role: As a Customer Experience (CX) Operations Specialist , you will: Manage and configure CX platforms, primarily Zendesk and ChurnZero, including workflows, ticket routing, triggers, dashboards, playbooks, and automation rules. Administer GuideCX for the Implementations team and maintain data integrations across the CX technology stack. Develop and maintain AI-assisted workflows and automations to streamline reporting, platform administration, and repetitive operational tasks. Produce recurring and ad hoc CX reports, build dashboards, analyze large datasets, and translate findings into actionable business insights. Monitor and improve data quality by identifying discrepancies, resolving data hygiene issues, and addressing their root causes. Document customer journeys, internal processes, system configurations, and workflow changes to support continuous improvement. Evaluate AI capabilities across CX platforms, validate AI-generated outputs, and recommend opportunities to improve operational efficiency. Provide operational support by troubleshooting platform and process issues and coordinating with internal teams or vendors when necessary. What You Need: Non-negotiables Experience in CX Operations, Customer Success Operations, Systems Administration, or a similar hands-on role within a SaaS environment. Hands-on configuration experience with ticketing or customer support platforms such as Zendesk, Intercom, or similar tools. Experience working with CRM platforms such as HubSpot, Salesforce, or equivalent systems. Strong reporting and data analysis skills, including dashboard...

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